Capacity Intelligence Analyst, Network Strategy & Performance
As a Capacity Intelligence Analyst within the Network Strategy & Performance team, you will support and execute labor planning for Amazon's Customer Service network, including outsourced (Global Outsourcing) sites. You will work at the intersection of data and operations — translating demand signals into accurate staffing plans that protect customer experience while contributing to cost efficiency.
You will operate independently within your workstream, navigating ambiguity with analytical rigor and sound judgment. You will build effective working relationships with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams. You will present your analysis and recommendations independently to senior stakeholders, contribute to planning decisions through well-reasoned, data-backed arguments, and actively participate in the team's AI-driven transformation agenda.
This role participates in weekly, monthly, and quarterly business reviews and contributes directly to outsourcing and staffing decisions across the CS network.
Key job responsibilities
The Network Strategy & Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.
We analyze historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.
The Network Strategy & Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking an experienced Capacity Intelligence Analyst to join this team and contribute to how Amazon plans, staffs, and optimizes its Customer Service network.
You will operate independently within your workstream, navigating ambiguity with analytical rigor and sound judgment. You will build effective working relationships with CS Operations, Global Outsourcing (GO) Vendor Management, CS Finance, Service Delivery, and Planning Intelligence teams. You will present your analysis and recommendations independently to senior stakeholders, contribute to planning decisions through well-reasoned, data-backed arguments, and actively participate in the team's AI-driven transformation agenda.
This role participates in weekly, monthly, and quarterly business reviews and contributes directly to outsourcing and staffing decisions across the CS network.
Key job responsibilities
- Support the development, maintenance, and execution of labor capacity plans for internal and outsourced sites, covering short-term (4-week), operational (monthly/quarterly), and long-term (3-year) planning horizons. Build toward full ownership of assigned planning workstreams.
- Proactively identify and flag capacity risks by mapping dependencies across internal sites and Global Outsourcing vendor partners. Communicate risks and proposed mitigation plans to stakeholders with clarity and specificity. Coordinate with CS Operations and GO Vendor Management teams to ensure staffing plans are aligned with service level targets and outsourcing strategy.
- Support quarterly submissions to CS Finance, contributing to accurate Year-to-Go (YTG) labor cost projections and revisions versus OP targets.
- Independently apply AI tools (e.g., AgentZ, Kiro) to improve planning workflows without prompting, identifying opportunities to increase the speed, quality, and scale of your planning outputs. Develop side-of-desk automation for repetitive tasks within your planning workstream, and contribute concrete use cases to the team's AI adoption agenda.
- Develop structured frameworks to address recurring planning problems within your scope, reducing rework and improving the consistency of planning outputs over time.
- Present analysis and planning recommendations to senior stakeholder audiences independently, adapting your communication style for technical and non-technical, operational and strategic stakeholders. Write clear, concise, and compelling narratives for QBRs, MBRs, and planning reviews. Documents must meet Amazon's standard formatting guidelines, with conclusions that tie to the organization's working-backwards framework.
- Communicate planning analysis in a way that is accessible to senior, non-expert audiences, anticipating likely objections to your recommendations and addressing them proactively.
- AI Fluency: Independently applies AI tools to improve planning workflows without prompting. Develops side-of-desk automation for repetitive tasks within your own workstream. Coaches at least one peer on AI tool usage. Contributes to the team's AI adoption agenda with concrete use cases demonstrating measurable productivity improvement.
- Critical Thinking: Independently diagnoses complex planning problems. Challenges assumptions — including your own — with data. Develops structured frameworks to address recurring problems within your scope. Anticipates the most likely objections to a recommendation and addresses them proactively.
- Executive Presence: Presents analysis and recommendations to senior audiences independently. Adapts communication style for different stakeholders — technical and non-technical, operational and strategic. Handles pushback constructively without becoming defensive or capitulating without reason.
- Problem Solving: Navigates ambiguous problems with limited guidance. Develops multiple solution options with explicit trade-off analysis. Drives problems to resolution end-to-end — does not hand off and forget. Learns from misses and applies those learnings to the next problem.
- Boundaryless: Builds effective working relationships with key partner teams — Service Delivery, CS Finance, and GO Vendor Management. Proactively identifies and resolves cross-team dependencies before they become blockers. Represents Network Strategy & Performance in partner forums with credibility.
The Network Strategy & Performance (NSP) team defines and delivers the right human-assisted support to Amazon customers under demand and labor supply volatility, by optimizing the Amazon Customer Service (CS) network for customer experience, associate experience, and cost. We are responsible for: (1) planning customer support staffing; (2) preserving the customer experience when customers contact Customer Service; and (3) ensuring best costs for providing customer support.
We analyze historical data and anticipate potential business events to accurately predict the number of Customer Service Associates (CSAs) required for a given period. Our areas of expertise span forecasting, planning, optimization, data analytics, and reporting. We deliver our vision using operations research, data science, and program management — and we continue to challenge the status quo, invent and simplify, and deliver excellence for our customers.
The Network Strategy & Performance team is on a transformation journey. We are building a future-ready team that combines analytical rigor with AI fluency, executive-level communication, and the ability to drive outcomes across organizational boundaries. We are seeking an experienced Capacity Intelligence Analyst to join this team and contribute to how Amazon plans, staffs, and optimizes its Customer Service network.
Basic Qualifications
- 3+ years of tax, finance or a related analytical field experience
- 5+ years of Excel (including VBA, pivot tables, array functions, power pivots, etc.) and data visualization tools such as Tableau experience
- 3+ years of business or financial analysis experience
- Bachelor's degree or equivalent
- Experience defining requirements and using data and metrics to draw business insights
- Experience with Excel
- Experience with SQL
- Experience making business recommendations and influencing stakeholders
Preferred Qualifications
- Master's degree in a quantitative field or Business Administration.
- Lean Six Sigma Green Belt certification.
- Experience building automation solutions using Python, R, or similar tools, or demonstrated experience with standard ERP or open-source planning tools.
- Experience presenting analytical recommendations to manager or director-level audiences.